Quiz 3: Build a Continuing Relationship

1. Customer Service Quiz 3: Build a Continuing Relationship

2. When something goes wrong or a product does not perform as expected, provide the customer with a quick resolution and: • A cup of coffee • Service with a smile • An excuse for the product’s failure

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5. As a sales associate, you can help build trust by making sure customers understand and benefit from the product warranties. • True • False

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8. The warranty is an excellent tool for you to use to: • Prove that your company has the best price • Explain your company’s return policy • Reassure the customer about a product’s quality • All of the above

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11. If your company does not have a manual that describes all the major product warranties, you should: • Avoid talking about warranties with your customers • Create your own by making copies of the various product warranties and related information • Decide on a general, neutral comment you can make if customers ask you about a warranty

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14. If you don’t have a warranty manual available or are unsure about a warranty answer, a resource to consider is co-workers or your supervisor • True • False

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17. You should explain all warranty conditions to your customer at the time of purchase. • True • False

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20. When your customer asks you to make an exception to the company policy regarding warranties, you should probably: • Check with your immediate supervisor or manager • Make the exception, but only if the customer promises to make additional purchases • Tell him you do not make exceptions

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23. When customers return merchandise, you should: • Make sure they have a good reason for doing so • Treat them with the same respect you would if they were making a purchase • Not worry about how you treat them, because you don’t want them to come back again

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26. The company’s return policy should always be clearly displayed in writing. • True • False

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29. If the return policy is clearly displayed, it is not necessary to mention it to the customer at the time of the sale. • True • False

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32. Even if your company’s return policy restricts what you can do for the customer, you should: • Consider alternatives, such as offering a discount coupon or a free sample • Agree with him that the product is defective and should be replaced, but tell him that the store won’t let you do anything about it • Do what the customer asks; management will have to support your decision

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35. Which of the following might be acceptable techniques for directing a customer to the Customer Service department? • “Customer service is on the third floor; take the elevator and turn right when you get off. I’d go with you, but I can’t leave this area unattended at the moment.” • “You’ll have to take this to Customer Service; I can’t help you here.” • “Someone in Customer Service can help you with that; I’ll show you the way.” • A and C

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38. Customer complaints should be welcomed because they provide an opportunity to: • Do something different for a change • Get customers back to the store so they’ll buy more • Learn about problems so improvements can be made • Learn who the potential “problem customers” are

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41. When using the T.H.A.N.K.S. method, “T” stands for “Thank the customer for bringing the problem to your attention.” • True • False

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44. When using the T.H.A.N.K.S. method, “A” stands for “Appear interested in the problem, but excuse yourself if another customer comes in. • True • False

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47. When using the T.H.A.N.K.S. method, “K” stands for: • “Know when to give in to the customer’s demands.” • “Keep the customer from asking for a refund.” • “Know a solution if the customer does not suggest one.” • “Keep asking what the customer wants, even when the solution is obvious to you.”

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50. In the T.H.A.N.K.S. method, “S” stands for “Solve the problem, or find someone who can.” • True • False